Genesys GCX-AI-GPE : Cloud CX AI-GPE and GPR Certification

GCX-AI-GPE real exams

Exam Code: GCX-AI-GPE

Exam Name: Cloud CX AI-GPE and GPR Certification

Updated: Sep 17, 2026

Q & A: 117 Questions and Answers

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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Data, Analytics, and Governance- Reporting and optimization
  • 1. Ethical AI and data governance considerations
    • 2. Engagement and routing performance metrics
      Genesys Predictive Routing (GPR)- AI-based routing logic
      • 1. Routing optimization and performance tuning
        • 2. Skill-based vs predictive routing comparison
          Integration and Implementation- Genesys Cloud CX ecosystem integration
          • 1. API-based configuration and deployment
            • 2. CRM and third-party system integration
              Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Action maps and outcomes
                • 2. Visitor activity tracking and segmentation
                  Conversational AI and Automation- Bot and virtual agent integration
                  • 1. NLU concepts (intents, utterances, entities)
                    • 2. Bot flows and escalation handling
                      AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
                      • 1. AI in contact center efficiency and personalization
                        • 2. Predictive intent and customer journey optimization

                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:

                          Question #1

                          What are two purposes of creating segments in GPE?
                          (Choose two)
                          Response:

                          • A. Group visitors based on behavior
                          • B. Trigger real-time messages
                          • C. Limit bot escalation
                          • D. Track agent idle time
                          Reveal Solution  Discussion  0

                          Correct Answer: A,B  🗳️

                          Question #2

                          Which of the following is an example of a supported customer journey channel in Predictive Engagement?
                          Response:

                          • A. Web chat via Messenger
                          • B. Direct FTP engagement
                          • C. PSTN call routing
                          • D. Email-to-Fax
                          Reveal Solution  Discussion  0

                          Correct Answer: A  🗳️

                          Question #3

                          What can be indicators of GPR effectiveness in the Detail View?
                          (Choose two)
                          Response:

                          • A. Reduced average talk time
                          • B. Decline in first call resolution
                          • C. Stable or improved customer satisfaction
                          • D. Increase in transfer rate
                          Reveal Solution  Discussion  0

                          Correct Answer: A,C  🗳️

                          Question #4

                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          • A. Only system-generated call logs
                          • B. Only events that involve a live agent
                          • C. Database schema updates
                          • D. Website behaviors like clicks and form submissions
                          Reveal Solution  Discussion  0

                          Correct Answer: D  🗳️

                          Question #5

                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          • A. Visualization in historical dashboards
                          • B. Export to Excel or CSV
                          • C. Predictive model source code
                          • D. Manual routing overrides
                          Reveal Solution  Discussion  0

                          Correct Answer: A,B  🗳️

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